Contracting as 'Cloudforce Solutions' to supervise Shire's Commercial IT Operations suppliers supporting Veeva Salesforce CRM and Qlikview Analytics applications during the CRM rollout in Europe, CEEMEA and Lat-Am.• Interim appointment to manage the on-shore and offshore (India) teams from Accenture and ZS Associates to support the Salesforce-Veeva CRM, Territory / Account Management and Dashboard/BI applications. • Regular contact with the Commercial Operations business leads in-country and with the project team in relation to phased Release delivery and issue management.• Planning for Veeva brick/territory re-alignments and account targeting cycles. • Advising on Veeva and Salesforce modifications for tactical requirements• Assessment and approval of Operational work requests, design and resource scheduling.• Responsible for Change Management procedure and sign-off.• Reviewing CRM Version upgrades with the project team, regarding test plans and UAT signoff.• Liaising with Veeva account management re escalated issues.• Review of Corrective and Preventive Action documentation for key issues. • Working with the International Field-Hub first line support team (C3i, based in Bulgaria) to manage issues raised from the field sales staff based in Canada, Lat-Am, Europe, Japan and Australia.

Contracted with NTT Centerstance as on-boarding project manager supporting Vodafone's enterprise wide implementation of Salesforce.com. PM for Vodafone Carrier Services, Inside Teleweb Sales and Vodafone Malta business units.

(Covidien is a $10bn organisation which manufactures Medical Devices and Supplies to Healthcare providers in 140 countries. Covidien began implementation of Salesforce.com as its first truly global business application, as a Cloud based solution in 2011.)Appointed ‘CRM Services Director’ in January 2012, Achievements in this role:• Established the key Operational Processes governing the Salesforce application, including: - Change Control, based on Case Management, routing issues and requirements Cases through Triage, Business Engagement, Governance, Development, UAT and Release Management. - Project and Release Control using associated custom objects over cases - Support SLA metrics and reporting, linking Cases to Entitlements. - User Provisioning using web2case and email2case with Approval processes• Built and directed the Release Management, Application Management and Support teams• Established the Production, QA, Data Integration, Release Management and Development environments.• Engaged with sales regional management joining the roll-out, to communicate the Support and Change Control processes and define regional customisations.• Developed the UK team's Salesforce skills to provide Release Management and User Support.• Managed UK and US teams to conduct custom configuration, data loading and support Case management for the implementation roll-out projects, and key environment changes for Security.Initially seconded to the Global CRM project team as EMEA Technical Lead and Global Legacy Integration Lead. Achievements during this time:• Designed the Data Integration layer to feed Customer, Product, Territory and Seller data from existing ERP (JBA) and Commission (Varicent) systems via the Cognos data warehouse.• Managed the migration of data from Legacy CRM (Saratoga/iAvenue).• Supported application design workshops (‘Sprints’), and CRM team cross-training to Salesforce.

(The EMEA IS Department provides a Shared Service for all Covidien business units across the region, with a common ERP system and other shared applications.)Built application teams from scratch for new emerging systems: E-Business, Cognos, CRM, SharePoint and Workflow (i.e., expanding the department each year). Notable achievements:• Established and enhanced E-Business messaging for Order Capture and Invoicing – originally webMethods, later based on BizTalk.• Developed Cognos BI cubes over extensive data warehouse development from ERP extracts• Implemented European CRM using the Saratoga iAvenue client application.• Established SharePoint intranet serving all EMEA business units and back-office functions.• Designed Business Process Workflows – Key ‘Customer-to-Cash’ and ‘Procurement-to-Pay’ processes implemented to support the setup of a single back-office ‘Finance Shared Service Centre’ in Prague. Originally based on InfoPath UI and SharePoint workflow, later IBM-Lombardi.• Implemented the Application Integration hub, based on BizTalk, to interface ERP, Manufacturing, Purchasing, Expenses and other systems.• Established an ‘International’ CRM team to extend the European ‘Saratoga’ application into South Africa, Australia, New Zealand and China.

(Tyco Healthcare was part of the Tyco International conglomerate, spun off in 2007 as ‘Covidien’. The Healthcare organisation was itself formed mainly by the acquisition of Kendall Medical, US Surgical Corp and Mallinckrodt Respiratory & Imaging. These companies remained fairly separate in the US but their respective European subsidiaries were firmly merged to form a single ‘EMEA’ division.)Appointed as BSM (having previously worked there as a ‘JBA’ consultant) to rollout the common JBA ERP system, notably in Belgium, Netherlands and Portugal. Also lead Key Projects to:• Design Sales Analysis reports and enquiries.• Extend Pricing functionality for List Prices and multiple Discounts• Review processes and local IT environments for Sarbanes-Oxley compliance.• Adapt JBA Purchase Management module for non-inventory Purchasing

• Supported the implementation of JBA ERP, data take on• Developed Customs Duty Warehouse functionality for component assemblies

(JBA are a major UK-based ERP provider, later known as GEAC and integrated into ‘Infor’.)• Implemented JBA ‘System 21’ at Akai/Nokia, CHS, Mafipa, Excel and Tyco Healthcare.

(Osram is one of the oldest subsidiaries of Siemens AG, although the brand was owned by GEC for some years in British territories – reacquired 1986-1990. During 11 years at Osram:• Managed the IS Development team, implementing JBA ERP and associated AS400 development.• Implemented SAP R/3 Financial modules, with commercial integration.• Designed key development for Order Entry, Locator Warehouse Control, EDI, Customer Commercial Queries, and Standard-format Sales Report Generator.

Initial recruited as a ‘Graduate Management Trainee’, joined the IS Team and lead various key projects, most notably:• Salesmen's portable computer terminals (PCT). Quite revolutionary at the time - Van Sales, Stock control, customer order capture and invoicing - printed on the van. Synchronised by telephone.• Sales Payroll – Maapics Payroll modifications for Sales Commissions using PCT data